Technical Support Engineering

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

As a Cybersecurity Support Engineering Manager focused on Incident Response you will lead a team of Cybersecurity Incident Response Engineers with deep industry knowledge who help the Customers mitigate the Cybersecurity Incidents that they are encountering. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product and process improvements. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep security industry knowledge and become adept at building and leading diverse teams.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.
• Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology
• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements
• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.
  
  

Qualifications

Required Qualifications:

• 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience
• OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience
• OR equivalent experience
• 3+ years’ experience of managing people
  
  

Language Qualification

English Language: fluent in reading, writing and speaking.

Requirements

• At least 5 years Cybersecurity experience, ideally in the field of Incident Response
• Extensive operational excellence, delivery management, account management experience
• Bachelor''s Degree in Computer Science, Information Technology (IT), or related field AND considerable expertise in operational excellence, delivery management, account management
  
  

Desirable Experience

• Previous exposure to the Cybersecurity industry, ideally in a people manager role
• Strong customer service, communication, and interpersonal skills
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• CISSP, CISM or similar industry certification
• Flexibility and ability to adapt to ambiguous and changing situations
• Ability to manage high pressure situations
  
  

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.